bend (Para. 1, Line 3): ______

A. stand
B. smile
C. bow

nuance (Para. 2, Line 5): ______

A. little
B. maximum
C. some

utmost (Para. 3, Line 11): ______

A. little
B. maximum
C. some

refer to (Para. 4, Line 3): ______

A. to mention or to speak about
B. appoint
C. represent

Choose the correct definition for each word.

It can be inferred from the fifth paragraph that _______.

A. corporate executives like to drink up-market latte
B. the four simple rules are not carried out in many companies
C. many companies do not have a bottom line
D. these oversights have a negative effect on businesses

The last paragraph implies that _______.

A. many people are satisfied with customer service
B. it is easy to satisfy customers’ needs
C. to make customers satisfied will cost a lot of money
D. the current customer service is not satisfactory

Read the text again and decide whether the following statements are True, False, or Not Givenaccording to the text.1. Customers become bad-tempered, and they always complain about some “ trifles ”.2. Words from Harvey’s book Seducing the Vigilante Customer are cited by customers in their complaint letters.3. Harvey’s “ how-to ” guide is too simple to put into practice.4. The rules of Harvey’s “ how-to ” guide have been abided by strictly in business practice for a long time.5. The seventh paragraph indicates that if a company adopts automated phone systems, it treats its customers like second-class citizens.6. The ATMs outside banks in Perth are welcomed by customers because they are very convenient.7. It took 15 years for Harvey to write Seducing the Vigilante Customer.8. The Internet plays an important role in creating “ the vigilante ”.9. It is inescapable for a company to invest a lot of money for the sake of customer satisfaction.10. The quality and level of customer service have decreased in recent years.

1. One aspect of business life which many managers are unhappy with is the need to attendmeetings.

A. Doubtful.
B. Sympathetic.
C. Apologetic.
D. Ironic.

2. People should only be invited to attend if they are directly involved in the matters underdiscussion, and the agenda should be distributed well in advance.

A. Unsure.
B. Sentimental.
C. Approving.
Disapproving.